Customer Engagement Course

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Customer Engagement Course

Customer Engagement

First impressions: Every time a person engages with a customer, they make an impression.

One of the key differences between hi-tech companies, especially of the B2B kind and the traditional non-tech companies, is the intensity of company-customer interaction. In most hi-tech companies there are many types of customer interactions.

…this is still a dangerous area, especially if the customer is important to you.

There are a few things you should never discuss with the customer during this small-talk phase.

Do not Discuss: politics, sex, religion, company compensations, or any other general controversial issue. Ok to Discuss: sports, weather, traffic

Communicate clearly

Talking to customers should be clear and simple. If you like the customer to understand how smart you are, you can write a book and give it them as a present. But when you communicate, be clear on your message.

Never argue or contradict a colleague when a customer is present. It requires a great deal of patience and sensitivity in your response. Find the way to deliver the right message in a way that is not argumentative or contradictory.

Emails – Never Use the BCC option on an email

It is sort of dishonest move in any circumstances. It is especially wrong in context of a customer. When I refer to BCC here, I mean allowing someone to be present in a conversation when others are unaware of it.

Emails – One To in the the To box

When many people are responsible for an action, it is like nobody is responsible for the action. There are ways around it, but it is really the best to make it clear who is responsible by assigning them the To box rather than CC box.

Similarly, forwarding an email is also something to be careful with.

Emails – No adds

Office politics exist in any organization. You should avoid falling into your customer’s office politics traps. Adding a new person (from the customer side) to an already existing customer conversation exposes them to things others (from the customer side) may not want them to be exposed to.

About the course

Customer interaction is a skill. This course enables mastering this skill.